Fleet Manager - Thorold, Canada - CAA Niagara

CAA Niagara

Verified Company

Thorold, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who We Are:

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community.

For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 149,000 members across Niagara, allowing us to focus on earning your continued trust, every day

COVID-19 VACCINATION EMPLOYMENT REQUIREMENT:

As we play a strong role in our community and in keeping our employees, members, customers and community safe, as per our vaccination policy, all employees, including new hires, must be fully vaccinated (of all strains) against COVID-19.

Proof of vaccination is to be provided upon offer of employment.

Position Summary

The Fleet Manager leads with our values of integrity, teamwork, service excellence and respect & inclusivity.

Accountable for quality, operational efficiency, and ensuring the highest level of member satisfaction, the Fleet Manager will partner with other ERS Management to ensure a collaborative approach to service excellence and teamwork between contact centre and drivers.

Passionate with delivering rewarding member experiences, the Fleet Manager would develop, plan, recommend and implement service enhancements that drive service excellence.

Primary

Responsibilities:

Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
Monitors or reviews calls or other correspondence between representatives and customers.
Ensures that representatives are informed about changes to company products and services.
Collects data and prepares reports on customer complaints and inquiries.
Prepares monthly reports summarizing the assigned customer service teams performance.
Prepares knowledgebased documents such as summaries and responses to frequently asked questions.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
Assists with budget preparation for the Customer Service department.

This is not an exhaustive list and other duties may be assigned as permanent or temporary, where required.

Qualifications:

Agile, flexible and resilient to change
Able to make quick decisions without all the facts immediately available
Strong computer skills, with sound knowledge of Microsoft Suite (outlook, excel, word, powerpoint)
Excellent interpersonal skills with ability to lead with courage
Strong conflict resolution skills
Strong interpersonal skills, with ability to connect and build relationships with varying people

Education & Experience

Education: Post Secondary Education business management, logistics, or related field, or work experience equivalent
Experience: Minimum 5 years of operations experience, with at least three years managing a team, preferably within a fleet, transportation or logistics operation

Working Conditions & Environment

24/7 operation, understanding the need for oncall environment
High cognitive ability, making safety sensitive decisions
Inclement weather, able to assist employees where required in all weather types

Bona Fide Occupational Requirements (Mandatory Requirements)

Able to lift up to 70lbs unassisted
Must have a valid G license (D an asset) and clear driver's abstract, clear background checks with the ability to obtain and retain annual towing license from regulatory bodies.
Must be able to retain insurance coverage under CAA Niagara
Valid passport, with the ability to cross land border between US/Canada for towing matters

CAA Niagara values diversity in our workforce, as well as in our members, suppliers and others.

We provide equal employment opportunity for all applicants and Employees and do not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability or any other characteristic protected by local law.